GIFT Program
Iowa State University Book Store
Introduction
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UBS is a window into the University, greeting visitors with
sincerity, and reflecting the image and true mission of ISU.
Our business is people, and we strive every day to meet
the far reaching needs of our academic community.
Defining GIFT
What is GIFT and how should it sound?
GIFT
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Greet
Inquire/Inform
Follow Up/Finish the Details
Thank the Guest
Greet
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Greeting is your first step in creating excellence in
Customer Service!
At UBS, we start to greet our guest within 15 seconds of
their arrival to our store.
Being zoned and present can make all of the difference in
providing a natural interaction that creates a personal
connection.
A warm genuine smile and welcome makes our guest feel
valued and opens the door for you to exceed their
expectations.
As a bonus, greeting is a great deterrent for theft!
Greet
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“Hello!”
“Hi! How’s it going?”
“Welcome to the Book Store!”
“I see you are visiting our campus!
Where are you from?”
“You look so bundled up! Is it
getting any warmer out there?”
Inquire/Inform
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Asking open ended questions to find out why they have
come to UBS and how we can help them is important as
it helps us better direct the guest throughout the store.
Leading and guiding the guest is a great way to show
respect and that they are valued. We should always strive
to escort them to the product or the department and
introduce them to another associate if needed.
Sharing personal testimonies, product features,
promotions or special events in the store also sets up the
sales associate as an expert.
Inquire
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“What brings you in today?”
“Who are you shopping for?”
“What can we help you find?”
“What questions can we answer
for you?”
“What class is this for?”
“Are you thinking about renting
your textbooks?”
“Would you prefer a hard case or
soft sleeve to protect your laptop?”
Inform
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“That is one of our hottest selling items!”
“Did you know those slippers glow in the dark?”
“That book is available in an alternate format!”
“Mascot Monday is 20% off today!”
“We just got those in!”
“Did you see our new planners?”
“We just marked those down this morning!”
“Have you thought about getting an external hard drive?”
Finish the Details/Follow Up
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It is our goal to never stop helping a guest until they
dismiss us from their service.
If the associate was able to engage in conversation
through the inquiry and inform stage then associate can
naturally go to the next stage and finish the details.
If the associate was not able to engage the guest at the
inquiry stage, we ask that they stay available to follow up
with the guest to see if they have questions or need help
at a later time.
Having zone presence, being fully engaged, remaining
helpful and never assuming someone does not want your
help are the keys to following up and finishing the details.
Finish the Details
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“What else can we help you find?”
“Do you have a specific color in mind?”
“Would you like me to cut the mat board for you?”
“Do you know what size they wear?”
“What major are you in?”
“Who are you shopping for?”
“Does your professor require a certain weight of paper
for your drawings?”
“Are you more comfortable with Macs or PCs?”
“Would you prefer the e-book or physical textbook?”
Follow Up
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“My name is Sue and I’ll be available if you have any
questions!”
“How are you doing over here? If you have any questions,
we’d be happy to help!”
“Are you still finding everything you’re looking for?”
“Do you have any questions for me?”
“It looks like you’ve found some great items! Is there
anything I can assist you with?”
Thank the Guest
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Thanking the guest is encouraged throughout their entire
visit to our store! Guests should hear a thank you prior
to handing us their money.
We are glad they came to visit and they can always
expect to be thanked when they choose our store for
their purchases.
We strive for excellence and thank them for coming in,
even when they don’t make a purchase!
Thank the Guest
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“Thank you for coming in today! What can I help you
locate?”
“Thanks for letting me help you this afternoon!”
“We appreciate you shopping with us! Thank you!”
“Thanks for stopping in!”
Implementing GIFT
How is GIFT put into practice?
Common Thread
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Interview
Orientation
Department Training
Zoning
Daily Communication
Gift Rewards Training
Reviews
Interview
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GIFT serves as a unified platform for expectations
throughout the entire store.
A good amount of time is spent outlining what GIFT
means and asking questions to help uncover how
students may interact with guests.
Students are informed all job functions tie to GIFT and
providing a positive customer experience.
We hire for attitude and train for skills!
Orientation
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After store policies and procedures are outlined, steps of
GIFT are explained. This occurs right before the student
is sent to the sales floor for training.
The Orientation Leader also gives examples of how the
different steps may sound and encourages the new hire to
use phrases that come naturally to encourage a genuine
interaction.
Department Training
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Day 1/Phase 1 Training is all about practicing GIFT!
GIFT is reiterated, students get a tour of the department,
and zone expectations are explained.
This phase of training is all about becoming comfortable
interacting with the guest and asking questions.
Zoning
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Zoning helps ensure proper coverage happens in each
department in order to provide excellence in customer
service, security and maintenance of each area.
At least one associate is always “on point” to provide
customer service. If there are projects, associates are
expected to make figure 8s every two minutes.
Maintaining the integrity of each zone and completing
figure 8s keeps associates engaged on the sales floor to
better carry out steps of GIFT.
Daily Communication
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A Chat In/Chat Out occurs as the student comes to
work and before they leave their shift with the Customer
Service Supervisors. This conversation highlights what the
student needs to know to be able to report to their
department with pertinent information to share with
guests.
The Huddle is a tool compiled weekly that includes
information about upcoming events and changes in the
store. This is shared with students every morning by the
opening Manager and at night by the closing Supervisor.
Daily Communication
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The Shift Planning Dashboard is utilized to share the most
urgent/important information students need to know. It
is expected that students check this daily.
GIFT Rewards recipients are also recognized in the
Huddle and on the Dashboard!
GIFT Rewards Training
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Before 90 Days of employment, a follow up training is
held to inform employees of the rewards involved with
the GIFT program.
The GIFT Rewards include weekly praise, monthly praise
and yearly praise.
Reviews
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The 90 Day Review completely revolves around GIFT.
Coaching, training and development is ongoing.
The Year Review encompasses a more comprehensive
look at the student’s work life, but continues to embrace
GIFT.
GIFT is the common thread tying the student’s
employment experience together - starting at the
interview and continuing through Reviews.
GIFT in Review
What are the big takeaways?
Key Points
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Giving the GIFT of customer service is the responsibility
of each and every employee!
Set clear expectations in the Interview and ensure GIFT
is the common thread throughout their employment
experience.
GIFT Rewards are vital to keeping morale high, providing
incentive to great performance, and keeping employees
engaged.
Utilize a Lead Student to keep the GIFT Rewards alive!
Key Points
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You can make a fellow employee’s day by writing a Thank
You note. Even if it is simple, thank you goes a long way.
Implement Chat In/Chat Out so those providing
exemplary customer service have the most up-to-date
information.
Make it your own! No two approaches are the same, so
this is your chance to tailor your GIFT to what works
best for you.
We can’t wait to see what you have in mind!
Questions?
Sue Kessel : smkessel@iastate.edu : 515.294.2164
Stasia Whited : ajwhited@iastate.edu : 515.294.0245